Dr. Graham Hill on Toyota's A3 and Nemawashi for Customer Loyalty
Great ideas get derailed by resistance and misalignment. What if the answer is how you build consensus before you move?
Nemawashi is a Japanese approach to consensus-building that's central to Toyota's pursuit of customer delight and continuous improvement. Dr. Graham Hill applied it as head of CRM at Toyota Financial Services.
Listen on Apple Podcasts | Spotify | All episodes
Originally aired September 11, 2025 as Episode 152 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
What Nemawashi is and how it works
Using the A3 to structure problem solving
Getting people to commit, not just buy in
Prepare the roots
Nemawashi means preparing the roots before you transplant a tree. It's one of the best metaphors I know for leading change without authority.
Related episodes
About the guest
Dr. Graham Hill is the former head of CRM for Toyota Financial Services.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
Comments